Refund policy

REFUND & RETURN POLICY

At PupSmile, we care deeply about your experience and your dog's health. We want every customer to feel confident trying our products and every pup to benefit from them. That's why we offer a clear and fair refund policy designed to give you peace of mind while protecting product integrity.

General Policy

PupSmile accepts returns or exchanges for products purchased directly from our official website (trypupsmile.com) within 30 days of purchase, provided the following conditions are met:

  • The product shows no visible signs of damage or misuse
  • All original packaging is intact
  • The product has not been used beyond reasonable testing
  • The return request is made within 30 days of the purchase date

Returns received outside this window, or that show damage or tampering, may not qualify for a refund or exchange. Certain products, such as perishable goods, sanitary items, or hazardous materials, are exempt from being returned.

To initiate a return, please email support@trypupsmile.com with your order number and reason for return. Our team will review your request and provide detailed return instructions.

60-Day PupSmile Guarantee

We understand that every dog is different. That's why PupSmile offers a 60-day satisfaction guarantee for eligible customers.

If you do not see a noticeable improvement in your dog's breath or oral health after consistent use, contact us within 60 days of purchase. Our team will review your situation and, if approved, provide either a replacement or a full refund.

Please note:

  • Eligibility for a 100% money-back refund is assessed case-by-case
  • The product must be returned and received for inspection before any refund is issued
  • Only your most recent order qualifies for a refund under this policy
  • Refunds may be limited to a certain number of orders per customer to prevent misuse of the policy

This policy ensures fairness while allowing genuine customers to shop completely risk-free.

Return Shipping

Customers are responsible for paying their own return shipping costs and any applicable customs duties.

We recommend using tracked shipping for all returns to ensure your package arrives safely. PupSmile cannot guarantee receipt of returned items that do not include tracking.

Once your return is shipped, please email the tracking number to support@trypupsmile.com so we can monitor it and process your refund as soon as the product arrives.

Return Address

Name: Shengyan Contact Number: 18257117968 Contact Email: 674107115@qq.com Mailing Address: 5th Floor, West Gate, Zhejiang Boshang Optoelectronics Co., Ltd., Hezhuang Street Region: Qian Tang City: Hangzhou Province: Zhejiang Zip Code: 311222 Country: China

Refund Process

Once your return is received and inspected, we will notify you by email regarding approval or rejection of your refund. If approved, a credit will automatically be issued to your original method of payment.

Please allow 2–3 business days for financial institutions to process the refund after approval.

Damaged or Defective Items

If you receive a damaged or defective product, please contact support@trypupsmile.com within 48 hours of delivery. Claims made after this period may not be eligible for compensation. We verify all claims using delivery confirmation and tracking data.

Gifts

If your order was marked as a gift and shipped directly to you, you may receive store credit for the value of your return once it is received and approved.

Feedback and Support

We value your feedback and are always looking to improve. For questions, refund requests, or product concerns, please reach out to support@trypupsmile.com and our team will be happy to assist.